CIO's technical consultants (the troubleshooters) provides both computer hardware and software support for College of Education computers, printers, and computer peripherals. Technical support is available in the Education Building, the Children's Research Center (CRC), 505 E Green Street, Colonel Wolfe, and the Armory.

The troubleshooters support both Windows and Macintosh operating systems, as well as a number of productivity applications (Microsoft Office, FileMaker Pro) and Internet applications (Internet Explorer, Netscape, Eudora, Outlook).

Technical Support includes hardware/software recommendations and support for computer-related purchasing, inventory and surplus management.

For more details on technical-support service, see "what can I expect of this service" below, visit the Technical Support Web Page, or call 244-6053.

All College of Education staff including those of affiliated units at the discretion of the Chief Information Officer.
NOTE: Students are not currently covered in this SLD, but are supported through the services in room 1, 244-6053.

To submit a request for computer assistance, please contact the Help Desk at 244-6053 between 8am and 5pm, M-F.

To submit an online trouble-ticket request, please fill out the Web Site Request Form .

Please be sure to provide the Help Desk with as much information pertaining to your computer issue as possible.

A general guideline for items to include in your trouble-ticket request:

- Your Net ID
- Patron's Net ID, if you are calling on behalf of another staff member
- Building and office number, if you or the patron reside in multiple offices
- Hours of availability, if you need to be present to resolve the issue
- Brief description of computer issue
- Error messages that may be displayed
- Any special information you feel the troubleshooters should be aware of

As always, please be aware that patience may need to be practiced. Certain computer issues take time to diagnose and repair. CIO's troubleshooter staff will work hard to resolve your technology concerns in a timely manner. But occasionally, they will need to put in extra time and research to solve particular issues.

You should expect a response to your request within 24 hours.  Within 72 hours (depending on the volume of tickets and the relative priority of the request), CIO's computer troubleshooters should have either resolved your technology issue, started the process of resolving your issue, or mapped out a course of action to resolve it.

As CIO's support team is working on your machine, you should receive regular written or verbal updates on the status of your trouble ticket. You may also call User Services (244-6053) to ask for a status update on your request.

For more information related to the trouble-ticket process, please visit our technical support process page.

Problem Response: Responses to problems, requests, or feedback can be expected within 24 hours. Resolution is dependent upon the type of computer issue and our ability to respond to it.

The technical support team can diagnose failing hardware, but we do not repair it. We will offer alternate solutions and replacement options for failing hardware, and in general, we will install new computer hardware. We also cannot recover data from a dead hard disk. Alternatively, we're happy to recommend outside vendors who specialize in data recovery.

For home computers, we can provide phone support only. Alternatively, if an Education faculty member is willing to bring their computer to CIO, we will provide in-house support on a low-priority basis. Please refer to CIO's technical support policy page for more details.

Monday-Friday

8:00 AM - 5:00 PM

The staff at the User Services should be able to give you helpful information about the status not only of your specific request, but also about the current work load as it relates to response time and resolution time.  If we are experiencing significant delays, it will be noted on the User Services web page.

Service interruptions and outages will be published to the CIO web site under Service Alerts.

When possible, unit contact(s) will be notified 24 hours in advance of interruptions as arranged.

Server and Network Infrastructure, CIO/CITES